Page 3 - Cowch eBook - Staff Manual 2019
P. 3
TABLE OF CONTENTS
How to use this manual 4
The Cowch Story 5
Cowch Customer Promise + Team Promise 6-7
The Cowchesphere 8
General team policies 9-10
Super Clean 11
Get to know your customer 12-15
BAMA 16-17
Uniforms: wear it with pride + Personal presentation 18-19
Calling in sick or late + Smoking Policy + Mobile Phone Policy 20-21
Jolt - an introduction 22
Walk ‘n Talks 23
Answering the phone + Taking Reservations 24-25
Water service 25
What’s happening on shift + Example shift plan 26-27
Sequence of service + General rules of service 28-35
Greeting the guest + Farewelling the guest 36-37
Using guest’s names 38
Know your menu + Menu tips 39-40
Sampling 41
Adding value + Suggestive and cross selling 42-43
Coffee expectations 44
Beer and wine service by the glass 45
Handling glassware 45
Champagne and wine service by the bottle 46-47
Caring for glassware 47
Handling guest feedback + Handling guest complaints 48-49
Hot and cold service periods 50
Social media policy 51
Minimising waste + Goods receivable 52-53
Manual Handling + Stock transfers + Caring for trackers 54-55
Fairy floss machine 56-57
Gas heaters 58
Training checklists 59-65
Internal promotion 66
Hospitality Etiquette 67
